Refund policy
Refund & Return Policy
At Hey, Holli, every box is thoughtfully planned, sourced, packed, and prepared by a very small business. Because many of our supplies are purchased specifically for each month’s boxes and quantities are limited, all sales are generally final.
That said, we care deeply about the experience you receive. If something genuinely goes wrong, please reach out — we’ll always do our best to make it right.
Damaged, Missing, or Incorrect Items
If your order arrives damaged, is missing an item, or contains something different from what you ordered, please contact us within 7 days of delivery.
Please include:
- Your name and order number
- A brief description of the issue
- Photos of the box, damaged item, or packaging when applicable
Depending on the situation and available inventory, we may offer a replacement item, replacement box, store credit, or refund.
Because many of our boxes and supplies are limited, an exact replacement may not always be available.
Returns
Because our Holliday Boxes contain individually sourced and packaged seasonal items, we do not generally accept returns for change of mind, preference, or unused items.
If you believe you have a special circumstance, please contact us. Returns may be considered case-by-case and must be approved before anything is sent back.
Items returned without prior approval may not be eligible for a refund.
If a return is approved for a reason unrelated to an error by Hey, Holli, the customer may be responsible for return shipping costs.
Refunds
Refunds are reserved primarily for situations where:
- An order cannot be fulfilled
- An item or box arrives significantly damaged
- You received the wrong order
- A replacement cannot reasonably be provided
- Another exceptional circumstance is reviewed and approved by us
Approved refunds will be issued to the original payment method.
Original shipping charges are generally non-refundable unless the refund is due to an error on our part.
Order Cancellations
Because we begin purchasing and preparing materials based on incoming orders, cancellations cannot always be accommodated.
If you need to cancel an order, contact us as soon as possible. If your order has not entered the fulfillment or packing process, we may be able to cancel it.
Once an order has begun processing, been packed, or shipped, cancellation may no longer be available.
Preorders
Preorders help us determine how much inventory to purchase and prepare. Because materials may be ordered specifically based on preorder quantities, preorders are generally considered final once preparation for that month’s box has begun.
If you need help with a preorder, please contact us as soon as possible and we’ll review the situation individually.
Subscription Renewals
Subscriptions may be canceled before the next scheduled renewal to prevent future charges.
Canceling a subscription does not automatically cancel or refund an order that has already been charged or entered fulfillment.
If you experience an issue with a renewal, please contact us as quickly as possible.
Lost or Delayed Packages
Once a package leaves our hands, shipping delays can occasionally happen.
If your package appears lost, please reach out and we’ll help review the tracking information and determine the best next step.
Packages marked as delivered by the carrier will be reviewed individually, as delivery issues may require assistance from the shipping carrier.
A Little Note From Our Small Business
Hey, Holli is a small business, and every order truly matters to us.
Unlike a large retailer, refunds, returned boxes, and unused inventory have a very real impact on our little company. That’s why we ask that refund and return requests be reserved for situations where something has genuinely gone wrong.
But we also want you to feel excited when your Holliday Box arrives. If there’s a problem, please talk to us.
We’d much rather have the opportunity to understand what happened and find a fair solution.
Questions about an order?
Contact us at: contact@heyhollibox.com